I'd like to impelment an easier way to check the status of incidents I have assigned to another group out side of mine in Service Desk. For example, A user in the Helpdesk takes a call in regards to a network issue. He must reassign the ticket to the Network Support Group. Once the ticket has been reassigned, it is no longer in the Helpdesk queue and the Helpdesk Analyst must then navigate to the Netork Group Queue to lookup any further status updates. Is there a way to add a Dashboard component (or something else) that will list all the incidents they have reassigned and help them better trak the progress of reassigned incidents?
I'd look at using tasks. That way it's easy to monitor those you have created and you can also implement UC or OLA's with those groups and monitor/nag them automatically!
Moving this one out of Knowledge Management to Query Design. You could also have a query that looks for assignments to that group of any status rather (than only those which are active) but only showing incidents which are not yet closed.
I do have queries setup that track active incidents separated by the groups in our IT department. What I'd lie to do is have a query that lists all active incidents that the analyst has reassigned to another person or group.
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You could create queries based on Incident.Latest Assignment.Created by = Current User but this would miss calls that had then gone on to be reassigned again by other users.
Otherwise I think you'd need to write the query based on the assignment object itself.
We also use a "Tag Call" system, where analysts can use a "Tag this Call" action on Incidents they are particularly interested in, and quickly show a list of such calls, regardless of assignment or status.